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Frequently Asked Questions

Here is a list of commonly asked questions and corresponding answers. The list covers most aspects of LSBO's activities.

How and when will I get my tickets?
Theatre tickets are normally sent by recorded delivery to the address given in the account application form. A nominal fee of £2 is charged for this service. We take the utmost care to ensure that customers receive their tickets in good time.

What happens if I do not receive my tickets in time?
If tickets are not received at least 48 hours before the show begins, contact our customer service department on the following number 020 7494 2301.

Can I collect my tickets from the Box Office?
Tickets can be collected from the LSBO Box Office during the hours 9am-7pm. When collecting, you will be asked to present the credit card / debit card used when making your booking. You will also be asked for your Booking Reference Number as additional proof of purchase.

Can a third party collect my tickets from the box office on my behalf?
For security reasons, tickets must be collected in person. In order to comply with the requirements of the Credit / Debit card companies, customers must present the card used when making their booking and must quote their Booking Reference Number. These precautions are necessary to protect customers and LSBO against possible fraud.

Can I book tickets over phone?
Yes, tickets can be booked over the telephone. Our call center staffs are at your service between 10am to 7pm, 7 days a week. Please call us on 020 7087 2999 / 020 7494 2301 during these hours to make your booking.

What should I do if I lose my tickets?
The most important thing to do is contact LSBO as soon as possible. Customers that have booked online can call us on 020 7087 2999 / 020 7494 2301.

What happens if I lose my booking reference number?
The Booking Reference Number is very important; it is used in all communications concerning bookings. Customers should note down their Booking Reference Number and keep it safe. Customers that have booked online can call us on 02074942301 to get their reference number.

What should I do if I change my address before my tickets arrive?
Contact us with your Booking Reference Number and we will make the necessary changes to your records.

Customers that have booked online can call us on 020 7087 2997 / 02074942301.

You accept payment in cash or by cheque?
Unfortunately we can only accept payment by Debit/Credit card. Customers wishing to pay in cash or by cheque can visit our Box Office.

Which credit cards do you accept?
We accept all major credit cards.

What phone numbers can I reach you on?
Customer service: 020 7087 2999 / 020 7494 2301 Mon-Sun between 10am to 7pm.

What name will appear on my card statement against booking payments?
LSBO has been allocated a specific code/number reference and it is this reference that will appear on credit/debit card statements for payments made to us from your account.

Will you be able to mail tickets outside UK?
It is not always possible to post tickets to overseas addresses. This may be the case where secure mail cannot be guaranteed. Where tickets cannot be posted, customers can collect their tickets from the venue. When collecting tickets, customers should allow an hour before the show is due to begin. They will be required to produce the credit/debit card used when making their booking and must give their Booking Reference Number.

Can I cancel my booking?
Unfortunately, except when an show is cancelled or re-scheduled, LSBO cannot cancel, exchange, refund or transfer tickets. Our policy is clearly laid out in the ‘Terms & Conditions' section.

What happens if a show is cancelled or rescheduled?
Should a show be cancelled or re-scheduled, LSBO will contact customers and explain the refund procedure, or provide details of the rescheduled show.

What happens if I am sent the wrong tickets or the wrong number of tickets?
LSBO make every effort to avoid these kinds of mistakes. Should there be a problem however, please contact our customer service department on 02074942301 or 0207 0872999 as soon as possible. (Mistakes cannot be rectified after the show.)

How can I find out which shows are for sale on your website?
Customers can find available tickets by browsing shows or by carrying out searches for specific shows. To browse for a show, select the appropriate categories and sub-categories. When searching, type the name of the show in the search box at the top of the page and click Search.

Do you charge additional service charges?
LSBO make a minimal service charge based on the face value of the tickets. This charge covers processing orders, payment of credit card commissions and running costs for the 24 x 7 booking service. We believe that the charge represents good value for the service provided.

Can LSBO guarantee the security of personal data?
LSBO make extensive efforts to protect the personal details of customers. All customer and booking details are collected and stored using industry standard protection mechanisms, including secure connections and data encryption. Customers can be confident in using LSBO's services to make show reservations.

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